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Analisis Kepuasan Penumpang Terhadap Kinerja Pelayanan Dan Intermoda Di Stasiun Kereta Api Madiun

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Analisis Kepuasan Penumpang Terhadap Kinerja Pelayanan Dan Intermoda Di Stasiun Kereta Api Madiun TESIS ANALISIS KEPUASAN PENUMPANG TERHADAP KINERJA PELAYANAN DAN INTERMODA DI STASIUN KERETA API MADIUN ARINDA LELIANA 03111650060005 DOSEN PEMBIMBING: Ir. Hera Widyastuti, M.T., Ph.D. PRORAM MAGISTER BIDANG KEAHLIAN MANAJEMEN DAN REKAYASA TRANSPORTASI DEPARTEMEN TEKNIK SIPIL FAKULTAS TEKNIK SIPIL LINGKUNGAN DAN KEBUMIAN INSTITUT TEKNOLOGI SEPULUH NOPEMBER SURABAYA 2018 THESIS ANALYSIS PASSENGER SATISFACTION FOR SERVICE PERFORMANCE AND INTERMODAL AT THE RAILWAYS STATION MADIUN ARINDA LELIANA 03111650060005 SUPERVISOR : Ir. Hera Widyastuti, M.T., Ph.D. MASTER PROGRAM MANAGEMENT AND TRANSPORTATION ENGINEERING CIVIL ENGINEERING DEPARTMENT FACULTY OF CIVIL ENGINEERING ENVIRONMENT AND GEOSCIENCE SEPULUH NOPEMBER INSTITUTE OF TECHNOLOGY SURABAYA 2018 ii iii Halaman Sengaja Dikosongkan iv ANALISIS KEPUASAN PENUMPANG TERHADAP KINERJA PELAYANAN DAN INTERMODA DI STASIUN KERETA API MADIUN Nama mahasiswa : Arinda Leliana NRP : 03111650060005 Pembimbing : Ir. Hera Widyastuti, M.T., Ph.D. ABSTRAK Tingginya minat masyarakat yang naik kereta api maka pemerintah berupaya meningkatkan kapasitas kereta api. Rel jalur tunggal saat ini sudah tidak seimbang seiring dengan banyaknya jumlah frekuensi kereta api yang menggunakannya. Salah satu upaya pemberian pelayanan yang lebih baik kepada penumpang yaitu dilakukan perbaikan jalur ganda. Sebanding dengan hal itu perlu peningkatan prasarana penyedia jasa kereta api yaitu stasiun. Stasiun harus mampu menampung kebutuhan pengguna jasa dalam memberikan pelayanan dan fasilitas terbaik pada penumpang. Mayoritas penumpang di stasiun Madiun lebih memilih menggunakan kendaraan pribadi mereka dibandingkan menggunakan angkutan umum. Oleh sebab itu dilakukan analisis kepuasan penumpang terhadap kinerja pelayanan dan intermoda di stasiun Madiun serta analisis perpindahan dari kendaraan pribadi ke angkutan umum. Metode yang digunakan dalam penelitian ini meliputi penyebaran kuisoner dan wawancara. Studi ini bertujuan untuk mengetahui kinerja dan harapan penumpang terhadap pelayanan yang telah diberikan oleh pengelola stasiun serta intermoda yang ada di stasiun Madiun. Dalam penelitian ini juga dilakukan beberapa sekenario analisis regresi logistik biner untuk menganalisa perpindahan moda dari kendaraan pribadi ke angkutan umum. Analisis data menggunakan analisis kuadran dengan metode Importance Performance Analysis (IPA) dan metode Customer Satisfaction Index (CSI). Hasil analisis data menunjukan bahwa secara keseluruhan penumpang merasa puas dengan tingkat kepuasan dan harapan sebesar 0,706. Namun masih terdapat beberapa atribut yang kinerjanya kurang yaitu naik turun tinggi peron dan lantai kereta, fasilitas penyandang cacat, kurangnya informasi dalam bentuk visual, serta ketersediaan tempat parkir. Untuk intermoda secara keseluruhan penumpang merasa cukup puas dengan tingkat kepuasan dan harapan sebesar 0,622 . Beberapa atribut intermoda yang kinerjanya kurang yaitu jam operasional, waktu tunggu, informasi lokasi dan petunjuk arah angkutan lanjutan. Krakteristik probabilitas pengguna kendaraan pribadi yang mau berpindah ke angkutan umum dipengaruhi oleh variabel usia dan penghasilan. Kata kunci: Kinerja pelayanan, Analisa kuadran, Stasiun kereta api, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI) v Halaman Sengaja Dikosongkan vi ANALYSYS PASSENGER SATISFACTION FOR SERVICE PERFORMANCE AND INTERMODAL AT THE RAILWAYS STATION MADIUN By : Arinda Leliana Student Identity Number : 03111650060005 Supervisor : Ir. Hera Widyastuti, M.T., Ph.D. ABSTRACT The high demand in needing of train transportation from society makes the government try to increase the train capacity. The current single track can no longer support the frequency of trains that are using the rail track makes it unbalanced. One of the effort to solve it is to give better services to the passengers which one of them is repairing the double track. To support it, increasing the train infrastructure which is railway station is needed as well. A station must be able to give their best services and facilities to accommodate the needs of customers. Majority of passengers in Madiun station prefer using their personal vehicle than using public transportation. Therefore the analysis of passenger’s satisfaction on services performance and the intermodals in Madiun railway station also the analysis of shifting from personal vehicle to public transportation were performed. The method used in this research includes distributing the questionnaire and interview. This study aims to discover the performance and expectation of passengers on the services that are already given by the manager of the station and also the intermodals that are present in Madiun station. In this research some scenarios of binary logistic regression analysis were also performed to analyze the shifting from personal vehicle to public transportation. Data analysis used quadrant analysis with the method of Importance Performance Analysis (IPA) and the method of Customer Satisfaction Index (CSI). The results of data analysis show that overall, passengers felt satisfied with the satisfaction and expectation rate of 0,706. But there are some attributes whose performances are below expectation which are the height of platform for passengers to board and disembark and train floor, the facility for people with disabilities, and the lack of informations in visual form, and also the availability of parking lot. For intermodal overall, passengers felt satisfied with the satisfaction and expectation rate of 0,622. Some intermodal attributes whose performance are below standard are operational time, waiting time, location informations and instructions of next transportation direction. The probability characteristic of personal vehicle user that will want to move to public transportation that is affected by age and income variables. Keywords: Service performance, Quadrant analysis, Railway station, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI) vii Halaman Sengaja Dikosongkan viii KATA PENGANTAR Dengan memanjatkan segala puji syukur kehadirat Allah SWT atas rahmat serta karuninya sehingga tesis dengan judul “Analisis Kepuasan Penumpang Terhadap Kinerja Pelayanan Dan Intermoda di Stasiun Kereta Api Madiun” dapat terselesaikan. Tesis ini diajukan sebagai syarat memperoleh gelar Magister Teknik di Institut Teknologi Sepuluh Nopember Surabaya. Ucapan terimakasih penulis sampaikan kepada seluruh pihak yang telah membantu dalam terselesaikannya penyusunan tesis ini antara lain: 1. Allah SWT atas limpahan rahmat, kasih sayangnya, serta hidayahnya, sehingga senantiasa diberi kemudahan dan kelancaran dalam pengerjaan proposal tesis ini 2. Sholawat dan salam selalu kepada Rasulullah SAW 3. Keluarga tercinta ibu, bapak, dan adik 4. Ir. Hera Widyastuti, M.T., Ph.D. selaku dosen pembimbing tesis 5. Ir. Ervina Ahyudanari, M.E., Ph.D. selaku penguji tesis dan selaku dosen wali 6. Dr. Ir. Hitapriya Suprayitno, M.Eng. selaku dosen penguji proposal tesis 7. Dr. Catur Arif P., S.T. M.Eng. selaku dosen penguji tesis 8. Teman-teman Manajemen Rekayasa Transportasi 2016 9. Semua pihak yang membantu dalam proses penyusunan proposal tesis ini, yang tidak dapat disebutkan satu-persatu Penulis menyadari bahwa dalam pengerjaan proposal tesis ini masih jauh dari kesempurnaan, oleh karena itu sangat diharapkan kritik dan saran yang bersifat membangun. Surabaya, 31 Juli 2018 Penulis ix Halaman Sengaja Dikosongkan x DAFTAR ISI DAFTAR ISI HALAMAN JUDUL ........................................................................................ ii LEMBAR PENGESAHAN ............................................................................. iii ABSTRAK ........................................................................................................ v ABSTRACT ...................................................................................................... vii KATA PENGANTAR ...................................................................................... ix DAFTAR ISI ..................................................................................................... xi DAFTAR TABEL ............................................................................................. xv DAFTAR GAMBAR ........................................................................................ xvii BAB I PENDAHULUAN ................................................................................. 1 1.1 Latar Belakang ........................................................................................ 1 1.2 Perumusan Masalah ................................................................................. 4 1.3 Tujuan Penelitian ..................................................................................... 5 1.4 Manfaat Penelitian ................................................................................... 5 1.5 Ruang Lingkup Penelitian ....................................................................... 6 BAB II KAJIAN PUSTAKA ........................................................................... 9 2.1 Kepuasan Pelanggan ................................................................................ 9 2.2 Harapan Pelanggan .................................................................................. 11 2.3 Kualitas Jasa Pelayanan ........................................................................... 12 2.4 Dimensi Kualitas Jasa ............................................................................. 13 2.5 Standar Pelayanan Stasiun ......................................................................
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